Service improvements

City of York Council

Showing service improvements between 1 April 2022 and 31 March 2023

Find out more about service improvements

When we find fault, we can recommend improvements to systems and processes where they haven’t worked properly, so that others do not suffer from these same problems in future. Common examples are policy changes; procedural reviews; and staff training. Service improvements from decisions are published for 5 years and those from reports are published for 10 years.

Showing 1 - 6 of 6 cases with service improvements

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Downloads the current filtered list of service improvement decisions for City of York Council as a CSV file.

  • City of York Council (22 011 700)

    Category: Environment and regulation Date: 09-Mar-2023

    Summary

    Mr X complains the Council has failed to act on bins that obstruct a highway, which has caused a disadvantage to Mr Y who has a disability. The Ombudsman finds fault with the Council for failing to evidence how it given due regard to its Public Sector Equality Duty. The Council has agreed to pay a financial remedy and remake the decision with consideration to its duty.

    Service improvements

    The Council has agreed to remind staff of the Councils duty under the Equality Act to ensure that it evidences consideration during decision making where somebody has a protected characteristic.

  • City of York Council (22 005 428)

    Category: Adult care services Date: 03-Jan-2023

    Summary

    Mrs X complained about the care provided to her daughter by the Council, delay with setting up direct payments, and its safeguarding investigations. There was fault with the Council not following part of its safeguarding policy but there was no injustice as the risk had been removed. We found fault as the Council did not meet her daughter’s needs consistently for a long period. It also delayed considering Mrs X’s needs as a carer. These faults caused Mrs X significant distress. There was delay in setting up direct payments which further caused uncertainty and frustration. The Council has agreed to our recommendations to remedy the injustice caused.

    Service improvements

    The Council will issue reminders to appropriate staff to ensure they consider carrying out a carers assessment if it appears a carer may have any level of need for support.The Council will issue reminders to appropriate staff to ensure guidance and support is given when asked about direct payments and ensure proper consideration is given to these requests.

  • City of York Council (22 001 187)

    Category: Adult care services Date: 16-Oct-2022

    Summary

    Mrs F complained about the Council’s decision to apply a top up on her mother’s care charge contributions. She also complained about the advice and support she received. We found fault in the way the Council applied its top up charge and the support it provided Mrs F with finding suitable care homes for her mother. The Council agreed to apologise to Mrs F, remove its top up charges, and make payment to acknowledge the injustice this caused her.

    Service improvements

    The Council will review its existing policy to ensure a consistent approach on top up charges. This includes where an individual has been assessed to be able to afford a more expensive care home, has refused the Council’s offer of a care home and agreed to meet such charges in writing. The Council has no duty to source care arrangements for service users who are self-funders of their care.The Council will provide training to its staff to ensure timely accurate advice and guidance is provided to residential care users, or their representatives, regarding top up charges. And, where applicable, requests for support with finding suitable care homes are actioned without delay.

  • City of York Council (21 013 797)

    Category: Planning Date: 25-Aug-2022

    Summary

    Mr X complained the Council failed to take appropriate and timely enforcement action regarding a breach of planning control near his home. He says his outlook is now unsightly and he has spent a significant amount of time and effort progressing the matter with the Council. We find the Council failed to update Mr X with the action it was taking causing injustice to him. We recommend it apologises to Mr X, pays him £300 and acts to prevent recurrence.

    Service improvements

    The Council should amend its policy to include updating complainants on key actions and decsions reached during an enforcement investigation

  • City of York Council (21 013 585)

    Category: Transport and highways Date: 03-Apr-2022

    Summary

    Miss X complained about the Council’s failure to issue a parking permit, poor handling of her complaint and failure to properly consider her request for compensation. Miss X said she incurred extra costs, frustration in finding alternative parking and chasing the Council’s response. We found the Council at fault and recommended it apologise to Miss X, pay £144.80 and act to prevent recurrence.

    Service improvements

    The Council has agreed to contact anyone who complained about not receiving a parking permit due to the system fault in October 2021 and offer a refund for any extra parking costs incurred, if there is evidence of such costs.The Council has agreed to provide parking complaint handling staff with guidance on the Ombudsman's expectations that Councils will offer the right of a review or appeal on decisions.

  • City of York Council (21 011 789)

    Category: Adult care services Date: 15-Aug-2022

    Summary

    Mr and Mrs X complained the Council poorly managed their child, Y’s, transition from children’s services to adult services as a care leaver. They say this caused them and Y distress and affected Y’s health. They also say the Council handled their complaint poorly. The Council is at fault. There were faults during the transition planning process and with complaints handling. The Council has agreed to apologise to Mr and Mrs X and Y, make remedy payments in recognition of the uncertainty and distress caused and act to improve its services.

    Service improvements

    The Council will remind relevant officers that complaints about the actions of the Council's children's services fall under the children's statutory complaints procedure, regardless of the young person's age when the complaint is raised.The Council will review its procedures for transition planning with young people approaching 18, in particular how it ensures plans for post-18 accommodation are in place well before the young person's 18th birthday.

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